If you are a person in your home or a business and have a problem with your telephone or internet service, or you need to re-arrange an engineering appointment, contact your service provider.
If you have a problem regarding a fault on your line, the quality of your installation, or a delay or change of appointment request, please contact your service provider, not Openreach, as we won't be to help you without their authority. Contacting your service provider (the people who you pay your bill to) is the fastest way to get a resolution to your problem. Your service provider can then raise the issue with us on your behalf.
Openreach won’t have any of your account details and won’t be able to help. We have to wait until a service provider has asked us to investigate. So the quicker you contact your provider, the quicker we’ll be able to solve the problem.
If you need to have work done on your line, your service provider will instruct us to carry out that work on their behalf. They’ll tell you when you can expect an Openreach engineer to visit and will be able to update you as things progress.
Remember: contact your service provider but expect Openreach! Visit the Expect Openreach website for more information.